Job location: Smith College

Employment Type: Full-time
Posted data: 2019-06-18
Req: R-201900419
Information Technology ServicesJob Description

DUTIES AND RESPONSIBILITIES:

(70%) Provides expertise on Window OS,  MacOS and software applications for campus standard/classroom computer systems and image(s).

• Writes and edits scripts in administrative languages (i.e. Windows PowerShell, Bash, AppleScript, Python) in order to further automate the image/software package deployment and maintenance process.

• Maintains processes needed for application delivery to computer labs, virtual desktops and applications, and administrative desktops; Provide second-level support for the tools and services provided to campus.

• Provides primary or back-up Application Administration for systems supported within the IT Client Services area, (such as Print Server, PaperCut, Kace, JAMF, TeamDynamix, Sophos).

• Assists with the development, implementation and review of desktop deployment and support processes and procedures.

• Responsible for testing and troubleshooting OS and software applications used on Smith-owned devices.

• Familiarity with common client security configurations, ability to triage and respond to computer security related incidents.

(30%) Provides second-level support and back-up to for IT Service Center support functions.

• Responds to tickets in the Tech Services queue: including troubleshooting issues, resolve problems, provide instruction and deploy technology, via in-house, remote or desk-side support.

• Escalates tickets as appropriate and alerts supervisor or other ITS groups of possible issues promptly.

• Assists with the set-up and delivery of computer systems to Smith College faculty and staff, as needed.

• Assists with computer hardware repair, as needed.

• Writes and/or updates documentation as required, including web-based Frequently Asked Questions, knowledge base articles, internal documentation and other forms of documentation.

• Leads and assists with various ITS projects as needed.

 

MINIMUM QUALIFICATIONS:

Education/Experience: A Bachelor’s degree, preferably in the computer science field and 3 years' experience in a related role, within an IT Support organization; or equivalent combination of education/experience. Expertise in Macintosh and Window platform support.  Experience with at least one of Active Directory, Kace, Jamf Pro, or similar centralized system management tools. Ability to write scripts in administrative languages (i.e. Windows PowerShell, Bash, AppleScript, Python). Basic understanding of Microsoft Active Directory and Group Policy. Ability to troubleshoot complicated computer and network (TCP/IP) problems. Understanding of Apple Deployment (imaging) process. Experience with Apple DEP. Certifications such as Microsoft Certified Systems Administrator, Jamf Certified Admin. Demonstrated ability to troubleshoot a variety of IT related problem.  Experience in effectively handling difficult and high-pressure support situations in a fast-paced and dynamic environment, on the phone, via email, chat, and in person. Experience in assisting end users with the use of new technologies, where detailed documentation may not be available or easy to find. Supervisory experience preferred.

Skills: In-depth knowledge of computer systems (Hardware and OS); a strong aptitude and desire to learn new technologies; good judgment, discretion and the ability to maintain confidentiality.  Individuals in this position may need to lift and move computer systems or other technology.

Knowledge of management tools currently in use by ITS Kace and Jamf Pro for installation, configuration, and software deployment to endpoints; Sophos for security; PaperCut and Windows Server for printing; Apple DEP; Adobe Enterprise Console; and various tools for remote support and licensing.

Successful IT Support Specialists are known for having a professional appearance and demeanor; strong communication and customer service skills and an ability to remain calm, friendly and relaxed in a fast-paced environment.  All successful ITS staff are known for effectively applied expertise, thoughtful question to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.

Please attach/upload a current resume and cover letter in order for your application to be considered for this position.

Review of applications will begin

May 20, 2019

Compensation Grade:

Grade L Exempt

Position Type:

Regular

About Smith College

Located in Northampton, MA, Smith College is one of the largest women’s colleges in the country and is dedicated to excellence in teaching and research across the liberal arts.  A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Smith College is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, gender, age, color, religion, national origin, disability, sexual orientation, gender identity and expression or veteran status in the recruitment and employment of faculty and staff, and the operation of any of its programs and activities, as specified by all applicable laws and regulations. Women, minorities, veterans and individuals with disabilities are encouraged to apply.